FNB agent poor communication

I am writing this review to express my dissatisfaction with the recent experience I had with FNB. The level of incompetence and lack of communication exhibited by the bank's agents has left me thoroughly disappointed.

Firstly, I encountered a situation where my account was debited, even though I had already made the necessary payment. After being told there will be no debt I made the payment then 9 days later my account was debited. This error not only resulted in an unjustifiable reduction of funds but also led to additional fees that I am now burdened with. This kind of oversight is unacceptable, and it reflects poorly on the bank's commitment to accuracy and customer satisfaction as well as affects my credit score.

Furthermore, the process of obtaining a refund has been an arduous and time-consuming ordeal. Despite numerous attempts to communicate with the customer service representatives, the lack of responsiveness and efficiency has been nothing short of frustrating. It is evident that the agents lack the basic communication skills necessary for their roles, in written form even though they clearly have prewritten resposonces.

The most concerning aspect of this experience is the apparent lack of competence demonstrated by the customer service team. The inability to articulate responses coherently raises questions about the adequacy of their training. It is imperative that FNB invests in better training programs or recruits more competent staff to ensure that customers do not have to endure such hardships.

I strongly urge FNB to take immediate action to rectify this situation, refund the erroneously debited amount promptly, and address the shortcomings in the training and communication skills of its customer service representatives. This experience has left me with a negative impression of the bank, and I hope that my concerns are taken seriously to prevent others from facing similar inconveniences in the future as this is not the first time their agents have left me with poor customer service. Agents I have had correspondence with are Nomkhosi (who clearly did not want to assist me),Thobeka, Vimshana, Jarred, and Jennylee. I cannot access my chats before 30th December but this should be accessible to the bank.